Title: Guest Services Representative

Department: Guest Services

Reports to: Guest Services Manager

Job Purpose:Your primary objective is to provide a consistently high level of customer service by focusing on each customer’s individual needs, proactively anticipating areas of concern and facilitating the smooth coordination of daily operations through communication amongst all connecting groups of the organization. Delivering customer service in such a way that positively affects the customer’s perception of the experience is key.

Key Responsibilities and Accountabilities:

1. Greet customers and handle all inquiries (phone, fax, in-person, email) promptly and enthusiastically in a pleasant, gracious, professional manner.
2. Make efficient and accurate tour bookings with proficiency in the reservations software and consideration of tour timing and available staff.
3. Have a thorough knowledge of all aspects of the job, company policies, procedures and operations
4. Take ownership of customer requirements and address areas of concern before they become a problem.
5. Support fellow staff members, putting team objectives above personal objectives.
6. Liaise with customers, leads, sales & marketing and management making sure that all inquiries are promptly routed to the appropriate person/people.
7. Maintain all tracking sheets, databases and filing system, updating information as it becomes available.
8. Establish and maintain effective working relationships with co-workers, supervisors, the client base and tour operators.
9. Manage general office administration and maintain and control the business area (equipment, supplies, mail, float, cleanliness, etc).
10. Ensure that all required customer documentation is filled out accurately and in its entirety and is handled appropriately in the filing system.
11. Manage all aspects of cash handling, including opening and cash-out procedures, with 100% accuracy.

Key Qualities:

1. Thrive in a fast-paced, productive and dynamic environment
2. Enjoy working on projects that involve attention to many details and require accuracy
3. Good organizational and time-management skills
4. Excellent spelling and vocabulary, as well as good writing ability appropriate to the environment
5. Enjoy working within a team environment but also a self-starter who can work with minimum supervision
6. Reliable and consistent in producing quality, accurate work
7. Prepared to take the job seriously, but also like having fun at work
8. Keen to continue learning and pursue personal growth

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